Sometimes it seems like the insurance industry receives an inordinate amount of negative press. Tales of excruciatingly lengthy procedures and consumer unhappiness are often found in the headlines, while the stories of client satisfaction, industry compassion and professionals working in favor of their customers’ best interest are often buried or non-existent.
So, when the annual J. D. Power U.S. Property Claims Satisfaction Study, was released on March 1st, I felt a great sense of pride for my chosen field and the entire industry. After a 10 year rise in catastrophic events in the United States, over-all customer satisfaction rate in homeowner claims has hit an all-time high.
Greg Hoeg, Vice President of U.S. insurance operations at J.D. Power was delighted to report that, “Following the significant declines in customer satisfaction found in the 2016 study, property and casualty insurers have redoubled their efforts to improve the settlement process and fine-tune their customer intera ...